Why are you asking for documents if I’m already verified?

If we verified you when you joined, you were good to deposit and play.

Sometimes we need extra documents later on. That's because our licence requires ongoing checks, not just a one-off verification at sign-up. It helps us keep accounts safe, secure, and properly reviewed.

You can read more in our Terms and Conditions, or find out more about verification checks on the Gambling Commission website.

A few things to know:

We'll keep the document request as simple as possible.
While we're waiting for documents, we may temporarily pause deposits or withdrawals.

What documents might I be asked for?

Depending on the checks we need to carry out, we may ask for some or all of the following:

Proof of identity, a valid ID document
Proof of address
Proof of ownership of a payment method
Proof of funds, such as a bank statement or payslip. Find our more about Source of Funds check here.

We'll always let you know exactly what we need when we get in touch.

What counts as proof of identity?

We accept the following valid ID documents:

Passport
UK Driving Licence (also counts as proof of address if the address matches your MrQ account)
Non-UK Driving Licence
Non-UK National ID Card
UK CitizenCard or PASS Card
UK Residence Permit

Tips for sending your ID:

The document must be in date
We need an original photo of the physical document, screenshots are not accepted for proof of identity
All four corners must be visible with no cropping
The image must be clear and in focus
There must be no glare or reflection covering any part of the document
We don't accept photocopies, scanned or edited images
At Source of Funds stage, if a driving licence has been provided previously to satisfy both ID and proof of address, a separate proof of address document may be requested

The quickest way to check the status of your verification or provide your documents is via the Verification section of your account. Emailing documents to verification@mrq.com is also an option, but uploading is faster.

What counts as proof of address?

The document must show your name, current address, and issue date. We accept:

Utility bill (not mobile), dated within the last 3 months
Council Tax statement (within 12 months)
Government letters or statements, such as an HMRC self-assessment or tax letter, or an Electoral Register confirmation (within 3 months)
Home or motor insurance document (within 3 months)
Mortgage statement (within 12 months)
Letter from a financial institution (within 3 months)

Tips for sending your proof of address:

Screenshots are typically accepted for proof of address, except at Source of Funds stage
All four corners must be visible with no cropping
The image or screenshot must be clear and in focus
We don't accept photocopies or edited documents

A few things worth knowing:

If you're living with a partner, friend, or family member and the bills are in joint names, that's fine - we should still be able to accept these as proof of address.

If you don't have any utility bills or letters in your name, a screenshot of the first page of your bank statement is accepted as proof of address. If we've requested a full bank statement, this is required for Source of Funds, you'll need to provide a photo or PDF copy of the full document rather than a screenshot - you can send this to verification@mrq.com.

Full bank statements can take a little longer for us to verify, so unless we've specifically asked for one, a screenshot of the first page is all we need and will help us verify your account faster.

If your UK driving licence shows your current address and it matches your account, it can cover both proof of identity and proof of address at standard verification stage. If the address on your licence doesn't match your account, you'll need to provide a separate proof of address document alongside it.

How do I verify my account?

For information on how long different types of checks take, see our Verification & Withdrawal Timelines article.

Most delays come down to documents not being submitted correctly. Before you upload anything, make sure:

Your photo ID is valid and in date
Your proof of address is dated within the last 3 months
All four corners are visible, no cropping
You're sending from the email address registered to your account

What documents can I provide as proof of ownership for a Virtual Card?

We may ask you to provide documentation to confirm ownership of your virtual card. You can provide one of the following:

Option 1: Banking app screenshot (preferred)

A screenshot from your banking app showing:

Your full name
The bank name
The first 6 and last 4 digits of your card. Cover the middle digits and CVV for security when providing card details
Transactions to MrQ

Option 2: Bank statement

If we’re unable to verify the screenshot from your app, or if you’re unable to provide one, we may ask for a bank statement (screenshot or PDF) that shows:

Your full name
Transactions to MrQ
The card reference or first 6 and last 4 digits (if available)

Why can’t I deposit or play?

If you’ve created an account but can’t deposit or play any of our games, it usually means your account hasn’t been verified yet.

Before you can deposit or start playing, we need to confirm you are who you say you are and that you’re over 18. It’s a legal requirement, not us being difficult.

Most account verification checks happen instantly, so you’ll usually be able to deposit and play straight away. If our electronic checks can’t confirm your details, we’ll ask you to upload some documents instead.

If you’ve deposited and played before but now can’t deposit or play any games, it usually means we’ve contacted you for some additional information. Check your inbox (and junk folder) and reply to our email so we can get things resolved.

Verification & Withdrawal Timelines